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Course Overview
Every day, customer-facing professionals navigate frustration, emotion, and stress. How those moments are handled determines whether an interaction escalates or becomes an opportunity for trust and respect.
TalkSafe is a one-day, in-person training program that teaches practical, trauma-informed communication and de-escalation techniques for professionals in customer service, hospitality, healthcare reception, retail, and public-facing roles.
Participants learn how to remain calm, professional, and effective when emotions run high — protecting themselves, their teams, and their customers.
Customer-service professionals are the voice and presence of your organization. But few are ever formally trained to manage aggression, verbal abuse, or emotional distress — situations that can quickly impact morale, safety, and reputation. TalkSafe gives your staff the mindset and verbal tools to stay composed and resolve tension early. The result: calmer interactions, stronger customer relationships, and healthier, more confident teams. It’s not about control — it’s about connection, confidence, and composure.
Why Every Organization Needs TalkSafe
Who It’s For
TalkSafe is ideal for:
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Customer service representatives and frontline staff
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Supervisors and managers in client-facing environments
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Reception, call centre, and public-facing roles
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Healthcare, hospitality, and municipal services staff
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Anyone who communicates directly with the public under pressure
Learning Outcomes
Participants will learn how to:
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Recognize early signs of stress, frustration, or escalation
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Use verbal and non-verbal cues to calm tense situations
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Maintain emotional control when confronted or challenged
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Communicate assertively while showing empathy and respect
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Set boundaries without creating defensiveness
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Apply trauma-informed communication to support distressed individuals
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Protect personal wellbeing and recover after difficult interactions
Course Format
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Duration: 1 day (8 hours)
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Delivery: In-person, instructor-led training
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Group Size: Up to 24 participants
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Location: On-site at your facility or at a designated TalonPoint training venue
The session combines short teaching segments, discussion, guided practice, and real-world roleplay — creating confident, capable communicators who know how to defuse tension before it becomes crisis.
Certificate
All participants receive a TalkSafe Certificate of Completion issued by TalonPoint Defence, recognized for professional development in safety, security, and leadership education. Certificate is valid for 2 years but annual certification is recommended.
Why It Works
TalkSafe is grounded in over 30 years of real-world experience in law enforcement, security, and leadership — adapted for customer-service environments. It bridges tactical communication and human empathy, helping people remain calm and confident when conversations turn difficult. Participants leave with practical tools they can apply immediately — leading to safer workplaces, improved morale, and stronger public trust.
Confident Communication
Leads to Safer Teams
Every organization has its own culture, tone, and customer experience standards.
We tailor TalkSafe to align with your brand voice, policies, and real-world challenges — whether that’s managing difficult clients in a municipal office or de-escalating frustration in a busy reception area.
Book a discovery call to see how we can customize TalkSafe for your environment and team dynamics.